Process Redesign / SOP Support Lead
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Job Description
Supporting Process Redesign/SOP Support role contributing to healthcare workflow documentation and improvements at MKS2 Technologies. Collaborating with operational teams and tech partners to enhance efficiency.
Responsibilities:
- Participate in process‑mapping sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state workflows and identify improvement opportunities.
- Support the development of future-state process documentation, including workflow diagrams, SOPs, and RACI matrices across intake, triage, appointment scheduling, secure messaging, and escalation pathways.
- Assist in validating requirements and ensuring alignment between redesigned processes and system capabilities.
- Contribute to pilot planning activities, including defining success measures, preparing training materials, and supporting data‑collection efforts.
- Help deliver training and onboarding for supervisors and agents adopting new processes; gather feedback and support iterative refinements.
- Collaborate on the creation of implementation playbooks and other rollout materials to ensure consistent adoption across sites.
- Prepare summaries, presentations, and status updates for project leadership and stakeholders.
Requirements:
- 2+ years of experience in process improvement, operations, or business analysis, ideally within healthcare, technology, or government environments.
- Experience working in or with the Federal Government is preferred but not required.
- Demonstrated ability to support cross-functional teams and contribute to structured workshops or working sessions.
- Strong organizational and documentation skills, with experience creating process maps, SOPs, or workflow materials.
- Ability to interpret basic operational metrics (e.g., call volumes, handle times, service levels).
- Bachelor’s degree in Business Administration, Information Technology, Healthcare Administration, or related field.
- Familiarity with Lean, Kaizen, or Six Sigma concepts.
- Proficiency with Visio, Lucidchart, or similar process‑modeling tools.
- Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.
Benefits:
- full benefits
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